Social housing survey shows tenants are both satisfied and frustrated

Nearly half a million social housing tenants have shared their views on the quality of their homes in England.

The survey by the Regulator of Social Housing (RSH) found a mixed picture of satisfaction and frustration.

The analysis of Tenant Satisfaction Measures (TSMs) shows most tenants are broadly content with the safety and upkeep of their homes.

However, many continue to voice concerns over slow complaint handling and limited responsiveness from social landlords.

TSMs help social landlords

The chief executive of the RSH, Fiona MacGregor, said: “The TSMs give useful insights for tenants and landlords, which should lead to better strategic decisions and stronger engagement with residents.

“Although we don’t look at them in isolation, it’s positive to see some early signs of improvement on last year.”

She added: “We continue to use a range of tools, including our inspections, to drive landlords to improve social housing long-term.”

Most tenants are satisfied

Seven in 10 tenants said they were satisfied overall with their landlord’s performance, though almost one in five expressed dissatisfaction.

Among the more positive findings, 78% of tenants felt their homes were safe, while an equal proportion believed their landlord treated them with fairness and respect.

However, satisfaction with complaint handling stood at just 36%, suggesting a persistent weakness in how social landlords respond to tenant feedback.

Shared owners reported lower satisfaction than other residents, with fewer than half (48%) saying they were content with their housing provider.

Holding landlords accountable

TSMs were introduced to hold landlords accountable on service quality and covers key areas including home condition, repairs and responsiveness.

The data provides valuable insight for both tenants and landlords and forms a crucial part of RSH’s oversight of the social housing sector.

Landlords are also required to submit detailed management information covering safety checks, complaints, repairs and anti-social behaviour.

The RSH found most landlords reported full compliance on building safety measures.

The vast majority of homes completed the required checks: gas (99.7%), fire (98.7%), asbestos (97.9%), water (97.9%) and lifts (97.8%).

Across England, 79% of the 11 million non-emergency repairs carried out last year were completed within target timescales.

Property118 commercial reality check

Social housing performance metrics are now being treated like shareholder reports; public, audited and unforgiving. The lesson for private landlords is simple: every sector is being pulled towards measurable accountability. Complaints, repairs and safety standards are no longer just operational details; they define business reputation and regulatory resilience.

What serious landlords should do next

Audit operational data. Track repairs, compliance certificates and tenant communication as if preparing for an external inspection. A clean audit trail converts risk into credibility.

Automate response systems. Streamline how issues are logged, prioritised and resolved. Efficiency here protects both income stability and brand trust.

Benchmark performance. Compare service levels against industry standards to identify gaps before regulators or tenants do. Proactive measurement is cheaper than remedial compliance.

Advantage through professionalism

Landlords who treat property management as a regulated service, not a sideline, will thrive as oversight tightens. Professional systems create visible discipline, the kind lenders, partners and tenants trust. The public sector’s data obsession is a signal, not a threat.